Trust and Safety Community Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a 24/7 external support team comprising 6-8 members, focusing on coaching, coverage, and performance management.

• Take ownership of customer support operations, which include managing queues, response standards, quality assessments, and complex user escalations.

• Supervise content and account moderation, address user reports, make enforcement decisions, and handle appeals.

• Manage internal tools, third-party software, and vendor relationships essential for support and moderation tasks.

• Assess and enhance AI-assisted moderation and support workflows while ensuring adequate human oversight.

• Develop and maintain community guidelines, moderation policies, support procedures, and escalation playbooks.

• Clearly and respectfully communicate policies and enforcement decisions to users and internal teams.

• Address subpoenas, legal data requests, and privacy inquiries, including those related to GDPR, in collaboration with legal counsel.

• Monitor community engagement and emerging abuse trends, relaying user feedback to Product and Engineering teams.

• Track support and moderation performance, refine processes, and coordinate responses to urgent community issues.

⛳️ Requirements

• Minimum of 3 years of professional experience in managing online communities, specifically in customer support and/or content moderation roles.

• Proven experience in managing a support or moderation team, focusing on escalation processes, quality assurance, and performance management.

• Familiarity with administering customer support platforms, moderation tools, or internal account management systems.

• Understanding of AI-assisted content moderation or support tools, including their limitations and the necessity of human oversight.

• Ability to create clear policies, procedures, user communications, and internal documentation.

• Strong judgment skills when reviewing sensitive content, resolving disputes, and making decisions with limited information.

• Exceptional written and verbal communication skills, with the ability to calmly and respectfully explain complex decisions.

• Comfortable managing legal and privacy request workflows alongside legal counsel, including handling sensitive information and meeting deadlines.

• Excellent organizational skills with the capacity to balance daily operations with strategic improvements.

• Proficient in using operational data to identify issues, prioritize tasks, and assess outcomes.

• Interest in financial markets and an understanding of the specific challenges faced by online investing and trading communities.

🏝️ Benefits

• Unlimited PTO and sick leave.

• Flexibility for remote work.

• Comprehensive health care (medical, dental, vision) fully covered.

• 401k plan with company matching up to 4%.

• Stock options, providing a meaningful stake in our success.

• Generous stipend for work-from-home expenses.